Senior Technical Support Specialist
Application managed by InterviewHR
$23 – $44 / hourly
Talkdesk is seeking a Senior Technical Support Specialist who excels at the intersection of deep technical troubleshooting and high-level customer consulting. In this role, you will serve as a strategic partner to clients, an internal advocate for customer needs, and a developer of tools that enhance the support organization. You will bridge the gap between customers and Engineering, Product, and Professional Services teams, ensuring complex technical challenges are met with elegant, scalable solutions. You will lead Talkdesk's most intricate support tasks, manage escalations from Tier 1 and Client Services, and act as the primary technical contact for partner and user developers. This position requires advanced troubleshooting expertise, the ability to develop internal tools and scripts to automate workflows, and a consultative mindset that prioritizes customer success and risk mitigation. As a key member of the support team, you will synthesize customer feedback to advocate for product improvements, conduct feature demonstrations, and work closely with clients to track progress and develop contingency strategies. Your role combines technical excellence with strategic customer partnership to drive meaningful impact across the organization.
Responsibilities
- Lead Talkdesk's most intricate support tasks, outline reproduction steps, drive issues to resolution, and manage customer expectations with clarity
- Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services, ensuring timely resolution
- Act as the primary technical contact for partner and user developers, advising on custom solutions and integrations
- Identify recurring manual tasks and develop internal tools or scripts to automate the team's most time-consuming workflows
- Leverage technical acumen to identify processes and technical solutions for unexpected or high-pressure situations
- Identify and synthesize customer feedback to act as a strategic advocate to internal Product and Engineering teams
- Develop trust with client leadership to remove roadblocks, formulate best practices, and document functional and technical requirements
- Work closely with customers to track work progress and create strategies for risk mitigation and contingency planning
- Conduct engaging demonstrations of feature enhancements for both new and existing customers
Skills
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Employee Assistance Program (EAP)
- 401(k) plan
- Uncapped paid time off
- 14 paid holidays per year
- Equity and bonus eligibility based on level and role
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